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Understand Google's advertising policies, including ad approval status and account suspension
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HELP -An enquiry email leading to account suspension?

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Please do help me on this, I  needed to solve it asap...please...


Previously my site are suspended because of 'unclear billing'. In order to know more how my site was violate the policy and how should I fixed the site.

I phoned the customer hotline 852 3923 5777(HK)- believed to be redirect to Adwords in China

And what the hotline service did is telling me your site cannot be released due to policy and redirect me to

suggested where there will be people helping me on amending the site.


I did email once before from the email button on Help tab in Google Adwords page, the result was disappointed which is





They treated me like re-submission of my site while I was seeking for explanation on policy  and suggestion only.


Anyway, I followed hotline instruction and email once more( refer below)




[Customer ID: 899-427-3914]

I am one of the customer who wish to use Google Adwords as my mobile advertising tool. Currently our company is running subscription services through different landing page in various languages in global.

We got different campaigns which includes Ringtones, Quiz Club, Love test...

Example link:


While some adverts were approved and some are not( still do not understand the reason, a link to site policy was all I got.( no separate email mentioned by auto system mail) We still tried to promote those approved adverts.  


Yet, on 15/5, we received email: 'Your AdWords account: Ads not running due to AdWords Advertising Policies'

1. Make the necessary changes to your site that currently violates our policies:     

Display URL:     

Policy issue: Unclear billing  


We were trying to solve it by reading this

And after all. I do not understand the policy as I got the pricing, opt in box, T&C and all required informations as a mobile landing pages


Please do advice what additional information we needed to amend page to cancel the 'site suspension' status. I am asking for suggestion thought Google reviewing my account, not applying for a re-submission on review.


I am always welcome to be contact in person by phone or email,looking forward to the reply. Thank you.



And the next thing, not only my site, but My account was even suspended...



正如我們在上一封電子郵件中所述,您曾經通過此帳戶或相關帳戶提交違反我們的AdWords 政策的廣告。因此我們很遺憾地通知您,您的帳戶已被停用,您的廣告將停止在Google 上投放。有關停用帳戶的詳情,請參閱:


Could someone give me a hand on this, this is depressing for the way China(?) Google Adwords did on my account

An enquiry email leading to account suspension?

Man Sad


1 Expert replyverified_user

Re: HELP -An enquiry email leading to account suspension?

Top Contributor
# 2
Top Contributor
Sorry Moboo, this is an English only forum.

Re: HELP -An enquiry email leading to account suspension?

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Regarding to the 1st email:
Dear Customer:


Thank you for your patience.

I regret to inform you that after careful re-reviewing your account data, we can not relieve the experts have confirmed your account disabled.

2nd e-mail
Dear Customer:


As we mentioned in previous email, you have this or a related account through submission violates our AdWords advertising policies. Therefore, we regret to inform you that your account has been disabled, your ads will stop running on Google. About disabled accounts, please refer to: ...

Please help, thanks a lot